Fair Business Practice Code - DSIFPL

Fair Business Practice Code

D.S. Integrated Finsec Private Limited ("DSIFPL") is an NBFC registered with the Reserve Bank of India (Registration No. B.01.00327, dated 26th June 2000) under the NBFC – Base Layer category. With over 20 years in the finance industry, DSIFPL has implemented this Fair Practices Code ("FPC") in line with RBI guidelines to ensure transparent, ethical, and customer-centric operations across all its loan products.

A. Applications for Loan & Their Processing

Loans include Micro Business Loan, Gold Loan through DSA mode or physical office/web-based platform.
All communication will be made in the borrower's local or preferred language.
Loan forms will clearly specify required documents and information.
Borrowers receive acknowledgment and estimated timelines upon application submission.
Complete applications will be processed reasonably, and declined applications will be informed.

B. Loan Appraisal and Terms / Conditions

Proper assessment as per company’s credit policy.
Sanction details are shared via app, mail, or document, in the borrower’s language.
Penal charges for delays are shown clearly across all documentation and digital platforms.
Digital acceptance includes Aadhaar OTP, e-signature, or clickwrap agreements.
No borrower discrimination in applying product-specific terms.

C. Loan Disbursement and Change in Terms

Borrowers are notified in their preferred language of any change in terms.
All changes apply only prospectively.
Agreement signed digitally before disbursement.
Verification includes business and residence check with tele-verification.

D. General

No interference in borrower affairs beyond agreement terms.
Transfer of borrowal accounts will be responded to within 21 days.
No harassment during recovery; trained staff ensures proper conduct.
No foreclosure charges on floating rate loans for individuals.
No discrimination based on disability.

E. Grievance Redressal Mechanism

Borrowers can approach Mr. Manish M. Rathod (Nodal Officer) at:

Address: "Arihant", Shramjivi Society, Dhebar Rd, Opp. Andh Mahila Vikas Gruh, Geeta Nagar Society, Bhakti Nagar, Rajkot, Gujarat 360002
Contact: 96246 32943
Email: cs@dsfinance.co.in / info@dsfinance.co.in

F. Interest Rate Model and Charges

Interest rates are based on cost, risk, and margin with transparent communication.
Updated interest rates and charges published on the website.
Only annualised interest rates are used for clarity.

G. Review

The Board reserves the right to revise this Code anytime, as per legal and regulatory changes. DSIFPL complies fully with RBI regulations and practices ethical lending operations.

Grievance Redressal Policy - DSIFPL

Grievance Redressal Policy

Introduction

D.S. Integrated Finsec Pvt. Ltd. (DSIFPL) is a registered NBFC (Reg. No. B.01.00327) with over 20 years of experience, offering Micro Business Loans, Property Loans, Gold Loans, and Personal Loans.

Purpose

Ensure fair, unbiased, and timely complaint resolution.
Enable customers to escalate unresolved issues.
Comply with RBI's regulatory framework.

Grievance Redressal Process

Level 1:

Customer may visit the nearest branch and log a complaint in the Complaint Register. If not resolved within 15 days, it moves to Level 2.

Level 2:

Grievance Officer: Mr. Manish M. Rathod
Address: "Arihant", Shramjivi Society, Dhebar Rd, Opp. Andh Mahila Vikas Gruh, Geeta Nagar, Bhakti Nagar, Rajkot, Gujarat 360002
Contact: +91 96246 32943
Email: info@dsifpl.com

Level 3:

If unresolved within 7 days, escalate to Compliance Officer: cs@dsfinance.co.in

Further Escalation

If still unresolved within 30 days, customers may contact the RBI Ombudsman:

Address:
Office-in-Charge,
Department of Supervision (NBFC),
Reserve Bank of India, Regional Office,
Tonk Road, Rambagh, Jaipur, Rajasthan 302007

RBI CMS Portal | Self-guide Video

Time Frame & Escalation

Complaints are resolved within stipulated timelines. Any complex issues are addressed at the earliest with reasons communicated if delayed.

Mandatory Display

Details of the Grievance Officer are displayed at all branch locations for public access.

Customer Interaction

Direct interaction is encouraged to understand grievances. Complaint process details are available at branches and website.

Staff Sensitization

Employees are trained regularly to handle customers and complaints with empathy and professionalism.